Bedgear GM Warranty Services

We have reviewed your requested and determined that the mattress will be replacedAn authorization has been sent to the retailerwhom you purchased the original mattress and protector from This approval is valid for 60days from the date of notification This approval authorizes an even exchange of your mattressPer the terms and conditions of the warranty, GM Customer Service cannot guarantee ticking or dye lot match for replacementsThis warrantycovers a mattress replacement only and does not cover delivery, taxes or sarrangements, as well as transportation and disposalIf you have any questions please contact us at [redacted] Thank you,Antigone B [redacted] Warranty Manager

Refund was applied We apologize for any inconvenience this may have caused

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: From: [redacted] [ [redacted] ] Sent: Monday, March **, 8:PMI have called Bedgear several times since I saw their response about leaving me a messageNo one will return my callFurthermore, the check that Donna said was being sent last week is yet to arriveI think they're still giving me the run aroundI'm very disgusted with their avoidance to stand behind their own warranty [redacted] ***

After review of the claim we have decided to have the mattress cleaned, sanitized and deodorized We will also ask that a professional service technician contact you schedule an appointment to have that done.We also asked that the mattress protector be returned to us which is part of the warranty I have attached another copy of the [redacted] return shipping label if you please sent that back If you have any questions please contact us at ###-###-####.Thank you,Antigone B [redacted] Warranty Manager?

As per the terms and conditions of the warranty, to qualify for a cleaning of the mattress the incident must be reported within days.The warranty reads as follows: Odors, accumulated and / or long-term multiple unknown stains, any unknown stains, non-colorfast material, pet damage, stains caused by the buiof perspiration, hair or body oil, and soiling from everyday use To qualify for a covered claim, the customer must provide the original sales receipt or other proof of purchase acceptable to GM Customer Service, along with this warranty certificate, within five (5) days of the incident.It was reported that the incident occurred weeks prior to us being contacted which is outside the warranty guidelines Although you are not qualified for a cleaning, we did however offer a courtesy cleaning to youWe will have a professional service technician contact you to clean and sanitizeyour mattress We can proceed with the cleaning as long as the acknowledgement is signed and sent back.Thank you,Antigone B [redacted] Warranty Manager###-###-####

Prior to this complaint the cleaning company hired by GM Warranty Services stated that they had made several attempts to contact the customer to schedule the cleaningResolution: The customer has been contacted to verify availability to receive phone call from cleaning technician [redacted] provided information of best time to be reachedOn cleaning technician hired by GM Warranty services contacted the customer and scheduled an appointment to clean the mattressMattress cleaning has been scheduled with Jon James (husband of [redacted] ***)Appointment date is between 8:30am and 9:00am local time (EDT)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Right now the company has contracted the cleaner (same cleaner that did not show up times) to come to our home on I look forward for them coming to finish the job Hopefully the appointment will take place and we can finalize everything Thank you [redacted] ***

Good Day, [redacted] filed her claim on January *, We requested pictures and sales receipt which was received on January **, A replacement mattress protector was ordered on Jan**, After, we do not show we communicated with M [redacted] In our report, we show that the incident happened on December **, and the claim was reported on January *, Within our warranty guidelines , the accident needs to be reported with in daysWe have reached out to M [redacted] via email on June **, and she has provided a phone number in which we are corresponding with regards to her claim Thank you, Joan T [redacted] Warranty Manager

Based on review of the information submitted your mattress has multiple stains that was not reported within days of the incident The warranty states that we cover an isolated incident The pictures submitted show that the mattress has multiple stainsAlthough your mattrss does not qualify for service we did however offer to service the mattress asking that a waiver be signed The warranty reads as follows: Should a stain persist after laundering, you must register the stain with our Customer Service department within five (5) days of the incident, by calling # [redacted] , or online at: [redacted] Odors, accumulated and / or long-term multiple unknown stains, any unknown stains, non-colorfast material, pet damage, stains caused by the buiof perspiration, hair or body oil, and soiling from everyday useThe waiver has been attached, if you would like to go ahead with the cleaning please sing the waiver and e-mail it back to us at [redacted] .Thank you, [redacted] Warranty Manger

Good Day, Bedgear has provided a onetime encasement replacement in addition, we included a mattress protector as a secondary source of protection for [redacted] We fulfilled the encasement warranty and also provided a courtesy cleaning for [redacted] 's mattress but she did not accept the appointmentMike H [redacted] has called [redacted] back on May **, He left a message Thank you, Joan T**

We have been leaving several messages and have sent a few e-mails and have not received a response.We have reviewed your claim and although the claim does not qualify for a mattress replacement we haveapproved for it to be replaced.The authorization was sent to the retailer whom you purchased the mattress from and they will contact you in a few days if they have not already do so.If you have any questions regarding this approval please contact us at ###-###-####.Thank youAntigone B [redacted] Warranty Manager

– Contacted (phone call) [redacted] *or claim [redacted] During our call [redacted] stated that he received the mattress protector replacementWe apologized for the call waiting We explained cleaners have been calling [redacted] phone numberThe Claim was filed under his wife (JMartinez) contact information and phone numberPer his request, we updated the file and added his number as the main contact phone numberHe explained that his wife not always answers phone calls from unknown numbersThe cleaners explained that they had previously tried to schedule an appointment, but there was no availability for the requested hour/date at the timeWe contacted the cleaners and provided the new phone numberThe cleaners were able to speak with [redacted] todayThey agreed on a date and will meet them during his lunch hourResolution: apologized for call waiting, mattress protector was received confirmed by customer and cleaners appointment was scheduledWe contacted the customer via phone and email to confirm cleaners appointment

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: GM WARRANTY SERVICES,In order to get a mattress clean and a new mattress cover they want me to sign a waiver, waiving my rights when I bought a year warranty for the amount of $plus taxI’m losing a year warranty, that is not stipulated in my agreement again the warranty I purchased is a year warranty on the mattress coverTo clarifying my purpose of communication to the company I called in regard to a large stain and then by removing the cover pad I noticed there where or little stain and called the office I want the mattress to be clean and a new mattress cover with my year warranty In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: On May *, 2016, I spoke to Lisa at Chem Dry and she stated that they do not clean memory foam mattresses My mattress is a memory foam mattress, so I did not schedule an appointment I called MrMike H [redacted] immediately and left a message for him at 3:PM to let him know I have not heard from him, so I left another message on at 2:PM I still have not received a call back from him In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I feel like they set me up to sign this for them to clean my mattress because they knew the stains wouldn't come outand when the guy did the cleaning he said the company should pay for another mattress and when he was trying to clean my mattress the fibers in the mattress were damaging and it made the stains worstmy sister worked for sleepys and told me to buy this mattress protector because it gives me a extended year warranty that is exactly what I didi just removed the plastic from my mattress which was the only thing protecting it I noticed the stains when I went to wash the mattress protector and I was very shocked when I seen the stains which is why I called sleepys and they told me to call the mattress protector companymy issue ISN'T RESOLVEDi have stains spread out on my bed after the cleaning and damaging done to my bed for them trying to clean itthey didn't want to be held responsible for anything In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

This warranty covers an isolated stain removal from anaccidental spill that may occur Mold on the mattress is notconsidered an isolated incident As stated in the coveredsection of the warranty the following items would be covered, food or beveragenormally consumed by humans and human or pet bodily fluids Mold is notlisted It was also stated to us that nothing had leaked on to themattress The warranty covers if an accidental spill causing a stain on the mattressThe power pack does come with an encasement but what was explained is that the pictures suppliedshow that the mattress also has temperpedic encasement or cover on the mattress.It was never stated that the power pack does not come with an encasementThe mattress does not qualify for coverage based on the terms and conditions of the warranty.A B [redacted] Warranty Manager###-###-####

The warranty covers stain that is reported within days of an isolated incident It was reported to us that the stains are unknown and that the date of occurrence is unknown The warranty covers stains that are caused from human or pet bodily fluids as well as beverage consumed by humans The warranty excludes unknown stains that have been accuring over a period of time Attached please find another copy of the warranty for you reference.Thank you, [redacted] Warranty Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Thank youI still haven't receive my mattress cover pad yetAddress for mailing I had send it to the company by emailJust to confirm is [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We have left several message on the number that we have listed on your file for a return phone call If you can please provide us with a better contact number we will call you at that number.You may also reach us at ###-###-#### or ###-###-####.Thank youAntigone B [redacted] Warranty Supervisor